At Heart of the Customer, we’re pleased to introduce our forthcoming book on journey mapping best practices!

Journey mapping opens up extraordinary avenues for business growth, but only when done wisely and well. Through insight from CX pros, extensive research, and real-world case studies, you can learn the best way to capture your customers’ experiences to drive action that gets results, boosting loyalty, satisfaction, and your bottom line.

One leading success factor is selecting the right journey to map, and it’s the first place that problems occur because it requires trade-offs. Do you want an end-to-end map or one of a specific sub-journey?

An end-to-end map is interesting. Seeing the customers’ journey from beginning to end helps us to understand where the points of friction are and helps prioritize places where issues need to be fixed. Unfortunately, that end-to-end view isn’t always the best way to improve the customer experience.

https://heartofthecustomer.com/wp-content/uploads/2018/05/YMCA-Maps_Final-Harrison.png00Jim Tincherhttps://heartofthecustomer.com/wp-content/uploads/2015/01/hotc-logo.pngJim Tincher2018-11-13 04:00:202018-11-16 10:08:12We still have challenges navigating trade-offs when deciding what to map.

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